Knowledge & Insights Analyst

Job Description

Job Description

Title : Knowledge & Insights Analyst

Location : Peoria, IL – Hybrid (1 day onsite per week, may increase to 3)

Duration : 12 months

Pay Rate : $36–38 / hour W2 + benefits or $40 / hour C2C

Job Description :

The Knowledge & Insights Analyst will support our clients Digital Support Contact Center by identifying content needs, analyzing support case data, and developing self-help content to reduce incoming volume. You’ll join a collaborative training and knowledge group, contributing to a high-impact team working to enhance both internal agent resources and the customer experience.

Key Responsibilities :

Review case data and dashboards to identify common support pain points

Develop, build, and refresh knowledge articles for frontline agents and customers

Collaborate with the training / content team and attend cross-functional meetings

Contribute to the intake process for Help Center content

Conduct tool testing (Salesforce, Power BI, Google Analytics)

Analyze customer behavior and provide actionable insights and recommendations

Qualifications (Required) :

2+ years of combined experience in a contact center environment and knowledge article development

OR 5+ years of relevant experience without a 4-year degree

Strong verbal and written communication skills

Experience collaborating on frontline agent processes

Internally motivated, proactive, and eager to learn

Qualifications (Desired) :

Customer service or training background

Familiarity with Power BI dashboards and / or Google Analytics

Experience using Salesforce